We're interested in what you think and we want you
to be happy with our service.

Complaints

We value complaints and use information from them to learn
lessons and improve our services. You can complain in person to our
staff and at any of our offices by phone, in writing, email or by
completing this form.

In response to the Scottish Public Services Ombudsman's review
of complaint handling we have fully adopted their Model Complaint
Handling Procedure for Registered Social Landlords. Castle Rock
Edinvar are deemed fully compliant with that
model.

We cannot normally investigate complaints which took place 12
months after the event you are complaining about. If you believe
your complaint falls into this category, but should be investigated
please contact us and tell us why.

We aim to resolve complaints quickly and we call this
frontline resolution or Stage 1.
We might be able to resolve your complaint immediately and if
not we will aim to reach a resolution with you within 5
working days of us receiving the complaint.

If you are not satisfied with the resolution you can take your
complaint to Investigation or Stage
2 where it will be thoroughly investigated and responded
to within 20 working days. This response will be approved by one of
the Directors and is the final stage of our complaints
procedure. If complaints are complex they may skip stage 1 and
go straight to Stage 2.

If, after the investigation, you are still not satisfied with
our decision or the way we dealt with your complaint, you can ask
the Scottish Public Services Ombudsman (SPSO) to look at it.